An agent can put themselves in both phone ready and email ready state...does that mean they will get both a phone call and an email at the same time?
Or does it mean that if they get an email, they go to not ready state for both phone and email?
If an agent is both phone ready and email ready state, which takes priority? Is there a way to ensure (configure) incoming phone calls take priority over incoming emails?
Also under configuring agent e-mail, Maximum number of e-mails on agent desktop = the maximum number of e-mails an agent can have on the desktop at any one time - what does that really mean?
We are running UCCX v7.0(1)